Patient Survey Findings 2013- 14 St Peters Street, St Albans, - - PowerPoint PPT Presentation
Parkbury House Surgery Patient Survey Findings 2013- 14 St Peters Street, St Albans, Hertfordshire, AL1 3HD Tel: 01727 851589 Fax: 01727 854372 Parkbury House Surgery Objectives To share the demographic profile of the surgery. To update
St Peters Street, St Albans, Hertfordshire, AL1 3HD Tel: 01727 851589 Fax: 01727 854372
Currently we have 18,184 number of registered patients
under 18 23% 18 to 24 6% 25 to 34 15% 35 to 44 17% 45 to 54 14% 55 to 64 12% 65 to 74 7% 75 to 84 4% 85 or over 2% under 18 18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 to 74 75 to 84 85 or
Currently we have 18,184 number of registered patients Male 50% Female 50%
Currently we have 18,184 number of registered patients
2% 1%
1% 1% 1%
White British 69% White Irish 2% White
1%
Asian/White mixed Any other mixed ethnic group Asian any other ethnic group Black/white caribbean mixed Black/white african mixed Bangladeshi Black Caribbean Black African Black any other ethnic group Chinese Pakistani Indian White British White Irish White other Ethnic catergory not stated
Currently we have 19 PRG members
Male 53% Female 47%
Currently we have 19 PRG members
35 to 44 5% 45 to 54 28% 55 to 64 33% 65 to 74 17% 75 to 84 11% 85 or over 6%
under 18 18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 to 74 75 to 84 85 or over
Currently we have 19 PRG members
Pakistani 5% Irish 6% White british 83% Indian 6%
December 2013 to decide on the process of conducting the survey.
subsequently finalised by January 2014 focusing around the following areas
to patients attending the Practice between 24th January till 14th February 2014.
February 2014
In total 315 responded
Female 66% Male 34%
In total 322 responded
18 to 24 4% 25 to 34 16% 35 to 44 21% 45 to 54 14% 55 to 64 16% 65 to 74 15% 75 to 84 12% 85 or over 2% 18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 to 74 75 to 84 85 or
In total 334 responded
0% 1% 1% 1% 1% 1% 1% 1% 1%
White British , 71% White Irish , 4%
White
8% I'd rather not say , 9%
Any other mixed ethnic group Asian – any other ethnic group Asian/White mixed Bangladeshi Black African Black Caribbean Chinese Indian Pakistani White British White Irish White other I'd rather not say
In total 334 responded
Very easy 67% Fairly easy 23% Not very easy 7% Not at all easy 3%
with a buggy.
door entry with the automatic second door. I feel unstable as I have to manoeuvre to allow it to
building not at all easy for my disabled mother -slopes both sides would be great.
In total 334 responded
Yes, but I do not mind 72% Yes, and I am not happy about it. 15% No, other patients cannot overhear 5% Do not know 8%
‘I do not mind patients overhear what I say except on one or two
In total 330 responded
Very helpful 70% Fairly helpful 27% Not very helpful 3%
Not at all helpful 0%
professional & kind.
and useful treatment from reception.
with a smile at reception.
stressed, not managing queries & number of patients very well, would like them to take control, marshal us, so they themselves feel less stressed.
helpful depends who you speak to.
for reception staff.
In total 333 responded
Very clean 66% Fairly clean 31% Not very clean 1% Do not know 2%
In total 319 responded
Fairly easy, 41%
Have not tried, 4%
Not at all easy, 2% Not very easy, 7% Very easy, 46%
In total 315 responded
Have not tried 6% Very easy 53% Fairly easy 32% Not very easy 4% Not at all easy 3% Do not know 2%
In total 304 responded
Have not tried 45% Very easy 18% Fairly easy 13% Not very easy 2% Not at all easy 3% Do not know 19%
In total 304 responded
Have not tried 39% Very easy 18% Fairly easy 16% Not very easy 4% Not at all easy 2% Do not know 21%
In total 311 responded
Have not tried 6% Very easy 46% Fairly easy 32% Not very easy 8% Not at all easy 6% Do not know 2%
In total 313 responded
Yes 81% No 11% Cannot remember 8%
In total 70 responded
Another reason 7% Cannot remember 19% I could have seen a nurse but wanted to see a doctor 3% Times offered did not suit me 11% There were not any appointments 60%
In total 310 responded
I am normally seen at my appointment time 7% Less than 5 minutes 13% 5-15 minutes 56% 16-30 minutes 16% More than 30 minutes 6% Cannot remember 2%
In total 312 responded
I do not normally have to wait 10% I find the time I wait is reasonable 75% I find the time I wait is too long and unreasonable 10% No opinion 5%
wait for an appointment with a 3 year old especially if it is a 30-40 min delay.
patients it would be appreciated if the doctor would alert us when they call each patient.
I have had to wait 40 minutes.
In total 307 responded
No 48% Yes 52%
In total 180 responded
A lot of the time 22% Always or almost always 33% Never or almost never 11% Some of the time 34%
20 40 60 80 100 120 140 160 180 200 Listening How was the Doctor in asking about your symptoms Gave enough time Explaining tests and treatments Involving you in decisions about your care Treating you with care and concern Taking your problem seriously
182 177 184 166 164 189 186 102 117 109 91 95 93 99
17 9 12 20 24 16 13 4 2 7 3 3 7 8 2 2 2 24 18 3 2
Very good Good Neither good or poor Poor/very poor Does not apply
In total 311 responded
No 41% Yes 59%
20 40 60 80 100 120 140 160
Gave you enough time Asking about your symptoms Listening Involving you in decisions about your care Treating you with care and concern Taking your problem seriously
155 132 142 112 142 130 51 51 56 56 59 52
6 8 5 10 5 4
2 1 3 2 3
3 20 9 30 7 17
Very good Good Neither good or poor Poor/very poor Does not apply
reception staff, empathetic, helpful, warm and very efficient.
doctors and nurses most of the time over the years and have become stable with your help, care and patience.
very good and reassuring.
see the same doctor for continuity but have never had the opportunity.
In total 318 responded
Good 34% Neither good or poor 5% Poor 1% Very good 60%
fantastic job!
been to by far and I have recommended you to several friends and family.
system is excellent and if patients use it properly those that need to see a doctor will see a doctor.
acupuncture is on offer at this surgery.
they have seen him the same day
But otherwise -excellent service!
advertise more what’s available.
do like new telephone booking system and speaking to a doctor.
appointment on the same day, but sometimes waiting to see same doctor would be preferable.
In total 322 responded
Fairly dissatisfied 1% Fairly satisfied 29% Neither satisfied or dissatisfied 2% Very satisfied 68%
In total 312 responded
Yes 87% May be 7% Not sure 3% Probably not 2% Do not know 1%
explain the problem to receptionists
doctor you want
grown too big.
long.
same doctor. Sometimes have to wait a few days to be seen.
level of care given to older people
Patients said may be/not sure/probably not recommend Parkbury House Surgery to a friend or family member Reasons
physiologist.
appointments
services for elderly housebound patients.
waiting room and tissues.
makeover!
very useful.
Parkbury is the size of the practice and the ratios of doctors and nurses to patients.
due to two rows of sitting chairs.
needs of the elderly- who are expected to deal with things in the same way as a younger more active person would.
Actions Time Scale Responsibility Share the patient survey findings with PRG members By 27 Feb 2014 Practice Manager & Asst Business Manager Launch new Practice website By 2 March 2014 Practice Manager Share survey findings with non clinical staff By 4 March 2014 Practice Manager & Asst Business Manager Share survey report with PRG members By 18 March 2014 Assit Business Manager Feedback from PRG members on survey report By 24 March 2014 Chair person PRG Share survey findings and report with clinical staff By 25 March 2014 Practice Manager & Asst Business Manager Publish survey report on Practice website By 31 March 2014 Practice Manager Provide information about parking space limitation through website, plasma screen By 15 April 2014 Asst Business Manager Investigate possibilities to improve phlebotomy service. By 30 April 2014 Practice Manager Review Practice leaflet By 30 June 2014 Practice Manager & Asst Business Manager
Actions Time Scale Responsibility Review reception layout to identify possibilities to improve patient confidentiality as well as education & information. By 30 June 2014 Practice Manager & Reception Manager Review elderly care service provision By 30 June 2014 Practice Manager & Assit Business Manager Publicise services provided for elderly and patients with special requirement on website, plasma screen, notice board By 30 July 2014 Practice Manager & Assit Business Manager Investigate possibilities to improve accessibility to the Practice By 30 July 2014 Practice Manager Explore possibilities to provide Chiropody service By 30 July 2014 Practice Manager Provide refresher training for reception team focusing on communicating with patients including confidentiality By 30 July 2014 Reception Manager Review Practice telephone triage protocol to improve call handling. By 30 August 2014 Practice Manager & Reception Manager
Encourage patients to join the PRG through website, plasma screen, PRG leaflet By 31 December 2014 Practice Manager, Asst Business Manager, Chairperson PRG Encourage patients from under 18 and 18 to 34 age group to join the PRG through website, plasma screen, PRG leaflet By 31 December 2014 Practice Manager, Asst Business Manager, Chairperson PRG